Most of our technical support is handled out of our Santa Fe store. If you call on a weekday between 9:00am and 6:00pm Mountain Time, humans answer the phone. If the calls are not too heavy, we can help you on the spot.
On evenings and weekends we ask that you leave a message on the machine. Be sure to enunciate your number clearly. We will return your call up until 10:00pm Mountain Time. The toll-free number is 1-888-988-2700 (988-9200 from Santa Fe and Los Alamos).
Our technical support is geared to handle initial installation and connectivity problems. If you call for support, please make sure that your computer is turned on, and that the telephone is nearby so that we can check your configuration with you. If you leave a message on our machine in the evening, by all means keep your computer on until we call you back.
The Dark Side
The vast majority of our customers are solid citizens intent on exploring and profiting from the digital world of the Internet. Cyber Mesa is committed to serve the interests of our customers as a whole. We are intolerant of individuals or legal entities that would threaten our capacity to provide and perform services.
Because of its potential, there are plenty of bad apples anxious to abuse the Internet for their own gain. The most prevalent and invasive form of exploitation is through the sending of mass emails, unaffectionately referred to as "spam". We abhor spam, and we have taken measures to prevent mass mailings from our servers.
Other aspects of abuse are equally pervasive but harder to detect. We make no claim to control or police content on the Internet. For example, we do not know if a customer has incorporated material copyrighted by another on his/her Web Site. Likewise, since we are not lawyers, we are not in a position to judge if a business offering on a subscriber's Site is legitimate or constitutes a scam. We are, however, anxious to adhere the laws of the land and to preserve the integrity of our corner of the Internet. Hence, if illegal activities come to our attention, we will take action.
We assume that when a customer signs up, he or she is anxious to get on the Internet as fast as possible. Our Sign-up On Line form activates subscribers that pay by credit card within minutes of when the subscriber presses the "I Agree" button. Note that signing up constitutes acceptance of the Subscription Agreement that accompanies the sign-up form.
The access charges for the calendar month in which a customer signs up are prorated. In other words, the customer is entitled to the full compliment of time on line but is only charged for the remaining portion of the month. If and when a customer cancels an account, the cancellation takes effect at the end of the month when written notice is received from the customer.
Our billing is done on a calendar month basis. We aim to perform the billing on the first of the month, though sometimes we encounter delays. The process is automated to accommodate the large number of customers.
We bill for services for the current month plus any overtime, excess disk space, toll free long distance access or voice long distance charges incurred during the previous month. Customers that pay by cash, check or purchase order are billed in advance on a quarterly basis to minimize the volume of paper transactions.
After the charges are posted, the credit card transactions are sent to the bank electronically, and an email notice is sent to each customer. The email advice tells you what the current charges are for your account. If you pay by credit card, the email tells you what we charged to your card. If you pay by cash or check, it gives you the amount of the charges and of your remaining credit. If you owe money, we certainly let you know.
We require that any and all changes be submitted in writing. Theoretically, all customers have access to email, but we accept snail mail and faxes as well. We consider the requirement a protection for all concerned. No one can call up and cancel another's account. If there is a question or an error on our part, we have the document for reference.
You can request service changes to take effect immediately or at a future date. Because we bill at the beginning of the calendar month, it does seem simpler to implement changes at the end of a given month. Here are the most common Service Changes as well as any attendant fees:
|Account Upgrade, no fee If you upgrade in the middle of the calendar month your account will be charged the difference between the old and new account level, and you will be entitled to the time on line at the new level. |
Account Downgrade, $5 If you downgrade in the middle of a calendar month, we are willing to credit you the difference between the old and new account level, but the new level will determine the time alotted for the calendar month.
User ID Change, $5 or $15 We charge $15 to make the change in the middle of the month. We charge $5 at the end of the month because we can combine the request with other processes run at that time.
Suspension, no fee If you want to put your account on hold for any reason, we are happy to accommodate your request for up to six months. Our only regulation is that suspension periods coincide with calendar months.
Email Forwarding, no fee We are happy to forward email to a specified address as long as you have an active account on our Server.
Cancellation We frown on cancellations, though we understand that sometimes customers must move on. While there is not a refund for the month in which the cancellation is received, we will refund any outstanding credit on the account.